Grow restaurant dining visits

Dave Leonard and Michael Lieberman

This article describes the findings of an ongoing US study into restaurants, arguing that diner experience is more important than brand in encouraging repeat visits.

Grow restaurant dining visits

Dave LeonardFocus On ServiceMichael LiebermanMultivariate Solutions

An ongoing study into restaurants shows that diner experience is more important than brand considerations for encouraging future repeat visits, and light users offer the best sales opportunity for restaurants' long-term growth.

Anyone who has worked in a retail or food service operation has heard the line: 'When sales are up, it's great operations. When they are down, it's bad … marketing, the economy, competition, the weather…'

Aside from an attempt at humour, there's an underlying sense of the unknown. Who really knows why sales are going...

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